Summary
Overview
Work History
Education
Skills
Assessments
Personal Information
Timeline
Generic

Cassandra Sharpe

Las Vegas,NV

Summary

Customer service professional with expertise in technical support and data entry. Consistently achieved high first call resolution rates, leading to improved customer satisfaction. Skilled in troubleshooting and managing service desk operations while ensuring compliance and building strong customer relationships.

Overview

9
9
years of professional experience

Work History

Redemption Specialist

Credit Acceptance
Las Vegas, USA
03.2022 - Current
  • Facilitated negotiations with customers for vehicle redemption after repossession.
  • Executed data entry tasks to update customer accounts post-vehicle redemption.
  • Established scheduled payment arrangements to enhance customer experience.
  • Ensured compliance with laws and regulations during reward redemption processes.

Customer Service Representative

Anthem, Inc.
Las Vegas, USA
11.2021 - 02.2022
  • Temp work
  • Focused on proactively resolving members' and providers' questions or concerns using computer-based resources to find the answers.
  • Guided members and providers with their healthcare needs by explaining benefits, solving claim concerns, and helping find a doctor via telephone calls, online chats, or e-mails.
  • Answered customer inquiries via phone, email, and chat.

Technical Support

Comcast Business
Centennial, USA
05.2018 - 08.2021
  • Answered high volumes of customer calls to provide billing and technical support.
  • Troubleshot internet streaming, phone, and video service issues related to interruptions.
  • Updated billing information accurately while performing data entry tasks.
  • Interacted with small and medium-sized business customers via telephone or email.
  • Achieved first call resolution by addressing customer issues with accountability.
  • Explained billing cycles and prorates to enhance customer understanding of statements.
  • Scheduled maintenance calls or technicians for further assistance when required.

Customer Service Representative

24-7 Intouch
Aurora, USA
09.2016 - 04.2018
  • Delivered exceptional service to Netflix streaming members, achieving high customer satisfaction ratings.
  • Managed high-volume customer calls, troubleshooting service interruptions and technical issues.
  • Updated billing information and performed data entry to ensure accuracy in customer accounts.
  • Achieved daily satisfaction and average handle time targets consistently.
  • Strived for First Call Resolution by taking ownership of customer issues.
  • Acted as case worker for Airbnb campaign, supporting both hosts and guests.
  • Resolved billing discrepancies between hosts and guests through phone, email, and social media assistance.
  • Corrected errors on reservations and addressed delinquent account balances promptly.

Education

Certificate - Computers for business office

Serra Adult education
Richmond, CA
01.2009

High school diploma -

East High School
Denver, CO
06.2002

Skills

  • Technical support and troubleshooting
  • Service desk operations
  • Desktop support
  • Software analysis
  • Microsoft SharePoint management
  • Social media strategy
  • Order fulfillment processes
  • Operating systems expertise
  • Customer service and support
  • Data entry proficiency
  • Computer skills and typing

Assessments

  • Call center customer service, Proficient, 11/01/21
  • Customer service, Proficient, 08/01/20

Personal Information

Authorized To Work: US

Timeline

Redemption Specialist

Credit Acceptance
03.2022 - Current

Customer Service Representative

Anthem, Inc.
11.2021 - 02.2022

Technical Support

Comcast Business
05.2018 - 08.2021

Customer Service Representative

24-7 Intouch
09.2016 - 04.2018

Certificate - Computers for business office

Serra Adult education

High school diploma -

East High School

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